Strategically-focused and employee-experienced work system: Service quality as an objective

Hui Liao, Keiko Toya, David P. Lepak, Ying Hong

研究成果: Paper

抄録

Integrating strategic human resource management and service management literatures, we propose a high performance work system for service quality (HPWS-SQ), articulate the differences and relationship between management practices of and employee individually-experienced HPWS-SQ, and examine how HPWS-SQ influences service outcomes. Data collected in three phases from five sources in banking service reveal that employee-experienced HPWS-SQ enhances employee individual service performance by enhancing employee human capital, psychological empowerment, and perceived organizational support. In addition, management practices of HPWS-SQ influence employee outcomes partially via the mediation of employee-experienced HPWS-SQ. Further, employee collective knowledge-intensive service performance is associated with branch customer overall satisfaction.

本文言語English
出版ステータスPublished - 1 12 2007
イベント67th Annual Meeting of the Academy of Management, AOM 2007 - Philadelphia, PA, United States
継続期間: 3 8 20078 8 2007

Conference

Conference67th Annual Meeting of the Academy of Management, AOM 2007
CountryUnited States
CityPhiladelphia, PA
Period3/08/078/08/07

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